Poor communication service

We submitted a claim on the 05 of November 2020 for an investment policy and we were informed that the money will be paid in 15 days, my mom and her sisters have been going to the branch in Kimberley for assistance but they always told that they sent the head office an email but no one response to us, i spent over R100 airtime trying to get hold of the consultants and no one answers sent a request on twitter they answered me with a reference number that they received our documents but still looking into the matter i mean its been a month and few days that we've been waiting for the claim to be paid this is not a funeral or life cover its money that my grandfather left for his children and we have to go around begging people to assist us an pay the money. on Wednesday i told them im giving them 48 hours no one responded to my message this is really frustrating Christmas is around the corner i cant assist at home financially when they have money that they waiting for its uncalled for honestly. Can this be sorted the latest by tomorrow morning or else im taking another route.